Menu
What's new
By:
Filters

An apology from your friends at Embertone

Embertone

Embertone

Senior Member
Dear VIC Community,

During our Black Friday sale, we grossly underestimated the number of upgrade requests we would get. As we were working our way through these tickets, we temporarily lost more than half of our small team for various life reasons.

So we find ourselves flooded and overwhelmed with support tickets, currently at least two weeks behind. We’re extremely sorry for the inconvenience and upset this causes our users. We know from our own experience just how horrible it is to have an urgent question/issue, and then not hear back in a timely matter. We hate that this has happened and we’re working through it as fast as we can!

If anyone here is in that situation, please send me an email directly. alex AT embertone DOT com. (please don't send a DM here on VIC!)

With lots of love,

Alex, Jonathan, and team
Click to read more...
 
Right there, folks, is how you run a company. Not marketing fluff, rather, caring for and understanding your customers when a not-great situation hits (happens to every business), and being upfront about it and fixing it. 👍
 
So sorry to hear that. Behind every company, whatever their size, are real people with real lives who are affected by real events. It’s important to realise this if we are waiting for an answer from support. I do hope you are able to catch up with the deluge of tickets and get to a more stable position. Thank you for doing the right thing and being open and honest about it.
 
PeterN said:
Yea, but hold on, BF was like 2 months ago.
Click to expand...
So? Start of the holidays, everything is busy, they are human and have lives. A few speed bumps came along and now it's time to regroup and make it right. I have no issue with that. To me BF still feels like a week and a half ago, time is flying. Can we please give some folks a break already?
 
For me, all will be forgiven once Embertone starts working on a Walker Texas Ranger Piano (to dial in the number of dynamic layers in the UI, you spin Chuck Norris around doing a roundhouse kick). Judging from their earlier 1955 Steinway D, I'll be the first in line to buy that, because that Walker 1955 is the best sounding piano VST I've ever heard/owned.

Anyway, thanks for letting us know and hope things'll get better soon. :barefoot:
 
quickbrownf0x said:
For me, all will be forgiven once Embertone starts working on a Walker Texas Ranger Piano (to dial in the number of dynamic layers in the UI, you spin Chuck Norris around doing a roundhouse kick). Judging from their earlier 1955 Steinway D, I'll be the first in line to buy that, because that Walker 1955 is the best sounding piano VST I've ever heard/owned.

Anyway, thanks for letting us know and hope things'll get better soon. :barefoot:
Click to expand...
Instabuy!

As they say in Texas : "I'd buy this faster than double-struck lightning."
 
creativeforge said:
Instabuy!

As they say in Texas : "I'd buy this faster than double-struck lightning."
Click to expand...
I'd deliberately seriously detune the middle C as an in-joke, so whenever it shows up in some movie trailer or soundtrack every VIC Member would go 'They did an Embertone Chuck Norris. Nice. :thumbsup: '.

Secondly, I'd add a bunch of corny Texas Ranger quotes you can only access if you transpose your notes down, like seven octaves.

Normally I get paid for coming up with awesome ideas like this, but since it's Embertone and they're having a bit of a rough time these ones are on the house. :elephant:
 
Embertone said:
Dear VIC Community,

During our Black Friday sale, we grossly underestimated the number of upgrade requests we would get. As we were working our way through these tickets, we temporarily lost more than half of our small team for various life reasons.

So we find ourselves flooded and overwhelmed with support tickets, currently at least two weeks behind. We’re extremely sorry for the inconvenience and upset this causes our users. We know from our own experience just how horrible it is to have an urgent question/issue, and then not hear back in a timely matter. We hate that this has happened and we’re working through it as fast as we can!

If anyone here is in that situation, please send me an email directly. alex AT embertone DOT com. (please don't send a DM here on VIC!)

With lots of love,

Alex, Jonathan, and team
Click to expand...
Thank you for the transparency, Alex and team. Hope things get back on track for you with as little friction as necessary!
 
I started building my collection of 3rd party Kontakt libraries about ten years ago by purchasing a couple of instruments by Embertone. I always liked your products, primarily for their simplicity and playability.

I sympathize and understand your current troubles and I hope that everything will turn out fine in the end.
 
PeterN said:
Upgrade to what?
Click to expand...
For instance JB violin essential to full. Or Friedlander to Intimate Strings... You get a discount depending on what you already own, whether you want to keep the "essential" license ... There's a form to fill.

PeterN said:
So lets ask the question, did you inform your customers within the last 2 months of the situation (which is understandable - nothing wrong with being overwhelmed), or is the way of informing about this, putting out a VI forum message nearly 2 months later?
Click to expand...
In my case, at least, yes. I got a reply (2 months ago) that they were overwhelmed and there would be some delay. Hadn't expected it to be so long, I guess, but I can live with it.
 
Embertone said:
Thanks all for the responses. A number of you have reached out to me directly, and I'll be responding tomorrow.

For those of you pointing out that Black Friday was 2 months ago, I have no argument there... we should have been faster and more communicative.

Thanks!

-Alex
Click to expand...
Hi, Alex.
How I wish Friedlander Violin was upgraded to the NKS standard!
 
You must log in or register to reply here.
Top Bottom